Customer Service and Sales Engineer (Electronics | Semiconductor Industry) | WFH

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Internal Job Title: Customer Service Engineer

Location: BGC, Taguig City

Work Set-Up: Primarily Work From Home (training may be conducted onsite in BGC)

Schedule: Night Shift (9:00PM to 6:00AM Manila Time)

Position Summary:

We are looking for a Customer Support Engineer with experience in the electronics, semiconductor or electronics testing industry to support our US-based clients. In this role, you will serve as a key point of contact for customers, helping them understand the company's products and services, guiding them through technical workflows, coordinating testing requirements, and ensuring their needs are accurately communicated to the internal laboratory and operations teams.

The ideal candidate has a background in Customer Service, Account Management, Technical Sales, or similar customer-facing roles within the electronics or semiconductor industry. You should be comfortable communicating technical information to customers, understanding their requirements, recommending appropriate testing services, providing updates throughout the testing process, and explaining technical reports or results in a clear and professional manner.

Duties and Responsibilities:

• Serve as a primary point of contact for US-based customers through phone and email, providing professional and timely support throughout the customer journey.

• Build and maintain strong customer relationships by understanding customer requirements and ensuring their needs are properly addressed.

• Introduce and explain the company's products, services, and testing capabilities to customers based on their requirements.

• Understand customer testing requirements and recommend appropriate testing services or solutions based on their needs.

• Guide customers through technical workflows, testing processes, service requirements, and related procedures in a clear and professional manner.

• Coordinate closely with the laboratory, operations, and internal technical teams to ensure customer requirements, testing instructions, and specifications are accurately communicated and executed.

• Provide customers with timely updates regarding order status, testing progress, turnaround times, and service requests.

• Explain laboratory reports, testing results, and technical information to customers in a clear and easy-to-understand manner.

• Handle customer inquiries, urgent requests, escalations, and special testing requirements while maintaining a high level of customer satisfaction.

• Accurately maintain customer, testing, shipping, receiving, and service information in the company's ERP/CRM systems.

• Prepare invoices and supporting documentation as required.

• Maintain accurate customer records, documentation, and communication history in accordance with company quality standards.

• Support customer retention and business growth by identifying customer needs and opportunities to introduce relevant products or testing services.

• Perform other customer service, account management, and administrative duties as assigned.

Qualifications:

• Bachelor's Degree in Electrical Engineering, Electronics Engineering, Industrial Engineering, or a related technical field is preferred.

• At least 2–3 years of experience in Customer Service, Account Management, Technical Sales, or other customer-facing roles.

• Must have previous experience in the electronics, semiconductor, electronics testing industries.

• Strong understanding of electronics, semiconductor products, electronic components, testing services, or related technical processes.

• Ability to understand and communicate technical information, workflows, products, and services to customers in a clear and professional manner.

• Strong customer relationship management and communication skills, with the ability to confidently engage with US-based clients.

• Excellent verbal and written English communication skills.

• Experience using ERP, CRM, or similar business systems is highly preferred.

• Strong problem-solving, organizational, and multitasking skills with excellent attention to detail.

• Proficient in Microsoft Office applications.

• Willing to work on a permanent night shift schedule supporting US business hours.

• Willing to attend onsite training in BGC, Taguig City, if required, before transitioning to a primarily work-from-home setup.